Associate Director Of Supportive Services

Position Summary

The Associate Director of Supportive Services is responsible for ensuring that every survivor who reaches House of Ruth Maryland (HRM) through Contact Center (hotline), Service Coordination, or the Safe Homes program experiences contact that is welcoming, supportive, informative, and focused on safety, and that all requests for information or support are met with the full extent of the agency’s capability.

The Associate Director of Supportive Services is responsible for ensuring that every survivor who reaches House of Ruth Maryland (HRM) through Contact Center (hotline), Service Coordination, or the Safe Homes program experiences contact that is welcoming, supportive, informative, and focused on safety, and that all requests for information or support are met with the full extent of the agency’s capability. In coordination with the Director of Stability Services, this position sets the direction and goals for all activities of the Supportive Services department, which include service coordination and the 24-hour hotline.

The AD of Supportive Services ensures that strategies and processes across the program are aligned with the agency’s mission and work together as one continuum of care for survivors. Because Supportive Services is a part of HRM’s 24-hour crisis operations, this position participates in a leadership on-call rotation and will occasionally require response to urgent operational or safety matters outside regular business hours.

The Associate Director is not expected to provide routine night and weekend shift coverage but must be available for consultation with staff when significant concerns arise. Supportive Services connects survivors to the safety, shelter, and resources they need. This position requires strong relationships and regular communication with partners, private and government resources, and community leaders, as well as staff members throughout the agency.

• Ensures a seamless continuum of care and client experience across hotline and service coordination program functions.
• Coordinates with Associate Director of Residential Services to coordinate client service implementation, client team meetings and shelter resident transition review with participation from all residential and supportive service programs.
• Establishes protocols for warm handoffs, follow-up, referrals, and communication across programs.
• Monitors performance indicators including responsiveness, client service access, service quality, referral management, data quality, and grant outcomes.
• Monitors program data to identify service gaps, strengthen services, allocate resources, and guide continuous quality assurance.
• Leads program evaluation based on community needs, survivor feedback, service data, and emerging best practices.
• Ensures all department activities align with HRM’s strategic plan.

• Directly supervises and supports Crisis Response Program Manager, Safe Homes Program Manager, and Lead Service Coordinator.
• Supports professional development of program managers and staff through regular supervision meetings.
• Ensures all members of the department have the tools they need, are appropriately trained, and have professional development plans.
• Partners with managers and Human Resources on recruitment, retention, performance concerns, succession planning, and workforce coverage.
• Recommends program and organizational improvements to strengthen overall effectiveness
• Builds a supportive and accountable workplace culture that is trauma informed, client centered and recognizes the effects of trauma.
• Coaches managers to maintain appropriate boundaries, staff wellness,…